Standard Service Hours for Enabling Requirements identified in the Operating Model requiring Standard Service Hours availability;
Standard Service Hours. Unless otherwise specified in the Project Overview or Services and Deliverables, pricing is based on the assumption that Services will be performed between 8:00 AM and 5:00 PM local site time, Monday- Friday, excluding WalkerCom-designated holidays (“Standard Service Hours”). Work performed outside Standard Service Hours may be subject to overtime charges at the following rates: Overtime (1.5 times) Premium Overtime (2.0 times) Evenings, Monday-Friday 5:00 PM-8:00 AM Saturday 12:00 AM (midnight)–Monday 8:00 AM Saturday, 8:00 AM–12:00 AM (midnight) WalkerCom-designated holidays Section 3: General Customer Responsibilities Customer responsibilities include the following: • Designate single point of contact (SPOC) for WalkerCom. Individual will have a thorough understanding of business requirements and technical environment, and will be authorized to make binding decisions on Customer’s behalf. • Provide any system required reports for design and engineering. • Assure Network readiness and quality of service (QoS) • Submit purchase orders necessary for the purchase of the Products and Services specified in the Statement of Work. • Verify and complete the necessary forms and questionnaires provided by the WalkerCom representative. • Verify and arrange for installation of all applicable network connections and provide all circuit information (e.g., IP address, subnet mask, gateway, machine names, and modem numbers) including network diagrams. • Ensure that demarcation (DMARC) and applicable wiring are identified and that DMARC points can be connected to WalkerCom’s/Avaya’s equipment with the cables that have been provided. • Ensure that a 7x24 dedicated remote-access line is installed no later than the date on which WalkerCom begins work. WalkerCom will also required system DAmin log in and password privileges for the duration of the project. • Obtain all necessary permits and/or licenses required prior to installation of equipment. These costs are not included in this SOW. • Accept receipt of all equipment; retain shipping documentation; inventory shipments by box count; and report any obvious external damages. • Provide secured site for storage and installation of equipment, including all necessary electrical, wiring, grounding and HVAC. Provide floor plans for equipment-room configuration and related locations, if applicable. • Verify and arrange for installation of equipment provided by third-party vendors, including connectivity, if applicable. • Ensure th...
Standard Service Hours. 4.1.1 The Standard Service Hours for each element of the service are as follows: Service Standard Service Hours E-Recruitment website 24 hours a day 365/6 days a year, including Bank Holidays Helpdesk 8.30am to 6.00pm Monday to Friday, excluding Bank Holidays
Standard Service Hours. Monday-Friday 8:00 am to 5:00 pm Alaska standard time, excluding State holidays. During these times, while the maintenance and support program is in effect, Contractor will provide minimum service levels and timelines as follows: Type A Malfunction – Contractor will respond to all reported Type A Malfunctions within 30 minutes of receiving notification of the Type A Malfunction. Correction of this type of Malfunction will begin immediately. Contractor will assign qualified technical staff for continuous work until the reported Malfunction has been resolved. If such a problem is not resolved within eight hours after receipt of a Type A Malfunction notice from State, Contractor will escalate its efforts toward resolution by adding staff and/or sending technical/support staff to the State’s location. Type B Malfunction – Contractor will respond to all reported Type B Malfunctions within two hours of receiving notification of the Type B Malfunction. This type of Malfunction will be corrected within two business days. Type C Malfunction – Contractor will respond to all reported Type C Malfunctions within four hours of receiving notification of the Type C Malfunction. This type of Malfunction will be corrected by Contractor within five business days.
Standard Service Hours. Those hours during which the Fuse Technology Service Desk (CSD) or its upstream Third Party Service Provider is staffed and infrastructure monitoring systems are operational and alarm surveillance occurs. 24 hours a day, 7 days a week, 52 weeks a year. 3. Fault Classification All faults are classified by severity as follows: Interrupted Faults Service is completely non-operational. Non-Interrupted Faults Service is degraded but still operational The severity of faults are classified by the Fuse Technology CSD and advised to You at the time of logging the fault. 4. Response Time The elapsed time, during Standard Service Hours, between You reporting a fault to Fuse Technology and Fuse Technology providing the following details to You: - fault classification - initial diagnosis; and - an estimated time to restore (if known). Interrupted Faults: 0 to 60 minutes Non-Interrupted Faults: 4 hours 5. Progress Updates Updates on the status of faults. Interrupted Faults: Hourly Non-Interrupted Faults: On a significant event basis, or as otherwise agreed. 6. Planned Outage Notification Notice of any planned maintenance that could cause a service outage. Notification at least five Business Days in advance either by letter, telephone, fax or e-mail. In the case where emergency maintenance needs to be conducted, Fuse Technology will endeavour to provide at least 24-hours notice.
